Case Study - NSL

Overview

Worthing is located on the South Coast of England and comprises a network of roads which are essential for the movement of traffic and public transport. Within this network there are 11 controlled parking zones which are split between residents only, shared use bays, pay and display bays and the usual other restrictions such as double and single yellow lines, loading bays and  bus stops .

Worthing Borough Council carries out enforcement on behalf of West Sussex County Council, who has responsibility for 4000 kilometres of road, and enforce parking areas such as clearways, parking and loading bays. Drivers parking in contravention can create congestion or have safety implications for fellow road users.

The Challenge

Awarded to NSL in 2007, Worthing Borough Council sought to ensure a high quality delivery of the 'back office' side of Penalty Charge Notice (PCN) processing.

At a high level the service entails the following:

• provision of a core processing service focusing on event driven specifications dictated by the PCN processing lifecycle
• a call centre operation for dealing with all PCN telephone enquiries and other policy queries
• a post management and PCN payment administration service
• integration with Worthing's representation and appeal service
• cash, banking processes, accounting records and reconciliation
• management of permits, including the subsequent resident permit waiting list
• identification and implementation of continuous improvement initiatives and associated Change Management
• integration with Worthing's bailiff debt recovery service
• management information systems and reporting

The service is delivered across a number of customer contact channels including: Web payment of PCNs; Call centre for payment and dealing with queries; Post; Email; and parking shop (a walk-in facility provided in Worthing Town Centre for customers to pay PCNs, purchase permits and make enquiries).

The Solution

NSL's solution revisited the IT infrastructure to ensure that we continued to meet and indeed exceed Worthing Borough Council's requirements.
Our solution also included work on Quality, ensuring PCN's processed are professionally produced and follow a 'Right First Time' approach.  PCN processing is not just about Quantity - processing as many PCN's as possible.
We provide a call centre, set up as a 5 day a week operation, and 24/7 automated payment facilities that meet both the terms of the contract and the needs of the public.

The Result

Up to 40,000 PCN's are processed as part of the contract with Worthing Borough Council, and are monitored through the use of Key Performance Indicators.

Working in partnership with Worthing Borough Council's Parking Services Manager, Mandy Ainsworth, means that we can always respond quickly to deliver any actions.

Next steps

NSL's solution is flexible and innovative to meet changing demands over the contract period.

In March 2009 we additionally took on the processing of PCNs for Adur District Council for both on and off street enforcement, which was an extension to the existing Worthing contract, and controlled by the same manager from both the Council and NSL.

Our business processing centre in Croydon has the experience and expertise to make your transition seamless, providing a cost effective solution delivering quality services that protects your reputation.

Ask us how we also successfully work with councils such as Reading, Lambeth, Milton Keynes, TfL and the Royal Parks for Penalty Charge Outsourcing

If you would like to hear more about what we can do for you please contact us